Standard bank Insurance ****

In October of this year I noted that Standard Bank had been debiting my account for insurance premiums that has not been authorized, first date of these additional costs on my existing mortgage occurred in May 2019. My bond with them has been since September 2017. I called Standard bank and explained I already had insurance with another insurance provider and this had been in place since September 2017, and that I had previously confirmed with Standard Bank that I was not taking their insurance. A nice lady informed me this likely happened as my house was re-valued and that I should simply send my insurance schedule to '***', and this is where the fun begins. So I emails omins on the following dates, and each time received an automated response that my query would be dealt with in 10 days, but each time nothing further from SB. 11/10, 25/10, 31/10, 15/11 On 25th October I called and the lady apologized and promised a response, but still nothing. On email on 15th Nov I included their complaints department, who contact me and said I must send cancellation letter to ***, which I then did and sent on 25th Nov.

Response I got was that email was being forward to omins, that original email address that never responded, and they forwarded without the cancelation letter and schedule.

I then did get a response from an actual person on the 26th, saying they need to see the schedule which shows interest of Standard Bank on the schedule. Now this schedule was already attached!! Are they trying to buy time, waste my time?

So I attached schedule again, but still no response again. Emails sent on 26/11, 27/11, 28/11,29/11 and 02/12, to the person who asked for the schedule, but now also copying in omins, complaints and hoc_cancellations. It’s been another 3 days so I have no choice but to put my frustrations on a public channel.

The unauthorized insurance will Standard Bank needs to be cancelled immediately and all premium paid to date fully refunded, including loss of interest.

This really poor service experience has also prompted me to apply to move my mortgage to another institution, and ensure I never have to deal with Standard Bank again.